Online Dispute Resolution Usability Evaluation
Overview
Nation's First UX Evaluation of a Government ODR Platform
The Challenge
Online dispute resolution (ODR) platforms were being adopted by courts across the country to handle small claims cases, but no one had systematically evaluated whether these platforms actually worked for the self-represented litigants who needed them most. Low-income defendants in debt collection cases were being asked to navigate a complex legal process through a digital interface designed without their input or testing.
My role
Co-Principal Investigator on a Pew Charitable Trusts-funded study in partnership with the Utah State Courts.Designed and executed a multi-method UX research protocol including moderated usability testing, think-aloud protocols, and post-session interviews with self-represented litigants.
Recruited and conducted research sessions with participants representing the actual user population: individuals with limited legal literacy, varying digital literacy levels, and real stakes in the outcome.
Synthesized complex user behavior patterns findings into actionable recommendations and plain-language guidance that court administrators and developers could act on.
Collaborated with Utah State Courts throughout to ensure findings were grounded in the operational realities of court administration.
Impact
Even well-intentioned digital court services can create new barriers for the people they're meant to serve. Participants consistently struggled with transitioning from the paper forms to the online platform, legal terminology, multi-step processes without clear progress indicators, and interfaces that assumed familiarity with court procedure. The research demonstrated that usability testing with real self-represented users is essential for court services.
Findings directly informed platform redesign by the Utah State Courts and led to a rule change that all summons forms now include simple URLs and QR codes.
Key artifacts
The Utah Online Dispute Resolution Platform: A Usability Evaluation and Report (SSRN, 2020)
A Continuum of UX Innovation in Utah (Innovation for Justice, 2021)
Usability testing protocol and research instruments
Presented at the International Council for Online Dispute Resolution, the Legal Services Corporation Innovations in Technology Conference, and the Self-Represented Litigation Network Research Group.
Learn more: innovation4justice.org/research/system/ut-ux